Contact Center Representative

JOB FUNCTIONS

• Responsible for answering incoming calls while maintaining excellent member service. Responsible for verifying the members identity, determining the needs of the member and, resolves members concern without transferring the member when appropriate.
• Responsible for responding professionally to live chat conversations and email requests while providing excellent member service.
• Identifies referral options for loans and deposit services, by staying abreast on products and services, and meet sales targets.
• Researches and resolves complaints to ensure member retention and satisfaction.
• Exercise tact, judgment, and initiative in working with members and team members.
• As assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s), responsible for the training and development of Member Care representatives. Review and make recommendations to update procedures as needed.
• When appropriate, takes advantage of cross-sell opportunities and provides members with solutions to financial issues.
• Encourage all potential members to join the credit union by thoroughly explaining our services and offering to provide information.
• Meet or exceed individual and team productivity and quality standards.
• Perform other individual and/or team tasks as assigned by the Member Care Manager(s), Member Care Assistant Manager(s), and/or Member Care Coordinator(s).

SKILLS

• Above average written and oral communication skills; can comfortably handle with people at all levels; a good listener who is empathic with board, staff and member needs; good math aptitude.
• Meet simultaneous deadlines, and effectively organize and prioritize work while working under pressure.
• Sensitive to executive etiquette and protocol; able to recognize and handle with different personalities; a high degree of poise and tact to represent the credit union positively.
• A positive individual who is team-oriented; able to see the steps necessary to get things done; receptive to learning new tasks; meet deadlines and is willing to take responsibility for own actions.
• Organize and prioritize work with little direction. Must be proficient with various computer software programs and experienced with operating automated and standard office equipment.

QUALITIES

• Integrity and high moral responsibility.
• Analytical ability, with the incisiveness to ask discerning questions.
• Possess the ability to evaluate each situation as its own and think outside the box for solutions.
• Works well with management and staff to build positive working relationships and achieve group cohesiveness and objectives.
• Willing to put in the time necessary to get the job done. Be flexible and have a strong ability to adapt to changing situations.

EDUCATION AND EXPERIENCE

• The Member Care Representative should possess a high school diploma or equivalent, associate degree in a business-related field or its equivalent of one to two years of customer service experience is desired, supplemented by general business courses in a continuing education setting.
• Lending or credit experience is desirable but not required. Education and experience may be substituted.

PHYSICAL REQUIREMENTS  

The position requires the following physical activities within varying environmental conditions:

• Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time.
• Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
• Occasional lifting, moving, or adjusting objects up to 20 pounds.
• Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
• Work will be in a commercially reasonable temperature-controlled environment.
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.

Position is typically Monday through rotating Saturdays, is full time. Possible remote options when exceeding expectations.

Salary : $18